A Case Status represents the different stages of a case. The initial status may be determined by the Workflow outcome, but a case status can be changed afterwards manually.
This article will cover the following sections:
Creating a Case Status
Once the desired outcomes are set-up as a case status, you can utilize them in the Workflow and/or updating case status in each case.
There are two locations where a Case Status can be created.
Creating a Case Status: From the Settings
Go to Settings
Click into Outcomes
Create a new outcome by inputting the name and clicking Create.
Check off the box for the Is Case Status column for any outcome that you would like use as a case status, including configuring the outcome in a Transaction Monitoring Workflow.
Note: All statuses default as an “Opened” case. In order to close a case in the Case Management tool, a status named Close must be set up as a case status outcome.
Creating a Case Status: From the Workflow
Go to Workflow
Click into your Transaction Monitoring Workflow
Open the Workflow’s Outcomes panel
Select New Outcome from the outcomes drop-down list
Type in the new outcome name
Click chain link icon on any action in the Workflow to create the outcome and link a dependent action to the new outcome
Once the outcome has been created, follow the steps under “From the Settings” section in this article to enable
Is Case Status.
For additional information on how to manually update a Case Status or close a case, refer to the article “Managing a Case.”